Enabling Dial Pad in ACW State

The Dial Pad is active when the Agent is in the wrap-up state. As soon as an Inbound Call is enabled and patched to the agent, the Dial Pad option gets disabled even as the call is accepted by the agent. The Dial Pad remains disabled during any call control change as well. The Dial Pad button is enabled only when the call ends. The agent would be able to dial to any external number through the Dial Pad. Based on the configured ACW, the Dial Pad and wrap-up state are active for the defined duration.

The following screenshot shows an active Dial Pad.

The following screenshot shows the option to dial via the Dial Pad.

Once an agent dials an external number using External and Dial Pad options, the ACW is cleared. The current call becomes active. The following screenshot shows the option to dial the configured external contacts.